Manager, Client Support

Stord•North Haven, CT

About The Position

The Manager, Customer Support will lead a team of Support Associates and Specialists responsible for delivering timely, accurate, and high-quality case resolution across our client portfolio. This leader will drive operational rigor within Support, owning response time performance, data integrity, process standardization, and cross-functional alignment. The ideal candidate is highly detail-oriented, analytical, proactive, and comfortable navigating ambiguity in a fast-paced logistics-tech environment. This role reports to the Director of Customer Experience.

Requirements

5+ years of experience in customer support, logistics, supply chain, or operational management
2+ years of direct people management experience
Strong analytical skills with the ability to interpret and act on large datasets
Extreme attention to detail and strong organizational skills
Experience working within CRM systems (Salesforce preferred), WMS, and OMS platforms
Proven ability to build or improve processes in fast-paced, evolving environments
Clear, proactive communicator with strong written and verbal skills
Self-starter mindset with comfort operating in ambiguity
Ability to travel up to 20% annually (1 to 2 monthly business trips)

Nice To Haves

Previous experience at a start-up is a plus
Proficiency in WMS, OMS systems and customer service technologies.
Experience in process improvement and operational management.
Strong communication and interpersonal skills.

Responsibilities

Lead, coach, and develop a team of Customer Support Associates and Specialists
Establish clear performance expectations around response times, case quality, documentation, and client communication
Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
Conduct regular 1:1s, performance reviews, and skill development planning
Create a culture of ownership, urgency, and continuous improvement
Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
Slice and interpret support metrics to uncover root causes of escalations, delays, and repeat issues
Build and maintain dashboards to track team health and client experience metrics
Translate data into actionable plans to improve efficiency and client satisfaction
Identify inefficiencies in workflows, documentation, and system configurations
Partner cross-functionally to streamline processes, reduce manual work, and automate repetitive tasks
Drive updates to SOPs to ensure consistency, clarity, and scalability
Lead initiatives that improve case routing, escalation frameworks, and ticket lifecycle management
Own high-level and sensitive client escalations
Ensure resolution paths are clear, documented, and communicated effectively
Partner with Fulfillment Operations, Transportation, Finance, and Tech teams to resolve systemic issues
Act as a liaison between Support and internal operational teams
Advocate for client experience considerations in operational decision-making
Ensure alignment on priorities, communication standards, and accountability across teams